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Airline delivery management systems
What is an airline delivery management system?
An airline delivery management system in the airline industry is a digital, data-driven platform that ensures the services and products purchased by a passenger—such as seat selection, baggage, or lounge access—are provided correctly and efficiently throughout their journey.
It acts as the operational core between the airline’s retailing systems and airport service points, maintaining real-time awareness of each traveler’s entitlements and context at every touchpoint.
An airline delivery management system allows airlines to maintain commercial engagement with travelers throughout their entire trip, from booking to being at the airport and even during their onward journey. This approach replaces traditional, process-focused systems with a more flexible; and traveler-centric; framework enabling airlines to adapt quickly, reduce manual processes, and offer relevant, contextualized services based on up-to-date information and, where required, passenger consent for data use.
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Listen nowBenefits of modern delivery management systems for airlines
The shift to modern delivery management systems for airlines represents a structural evolution in airline operations, from manual, reactive processes to scalable, real-time service orchestration.
Outdated processes such as check-in and manual document checks can be automated or eliminated entirely. When traveler identity, preferences and entitlements are known across systems, every terminal touchpoint becomes a commercial and experiential opportunity. As a result, the airport terminal will no longer just be a processing zone; it will become a high-value retail environment.
A retail-focused approach to delivery can help airlines generate incremental revenue, reduce costs, improve efficiency and build satisfaction by delivering better journey experiences, supporting both self-service and agent-led options:
Travelers who prefer self-service can receive timely updates and relevant offers directly on their devices, reducing the need for staff intervention
For those who seek help from agents, staff can access up-to-date information and guidance, allowing them to provide consistent support and tailored recommendations.
By making commercial logic available at every touchpoint, these systems help airlines ensure that offers and solutions align with company policies, reducing the need for improvisation and improving the overall travel experience.
Key capabilities of future delivery management systems for airlines
With airline delivery management systems, airlines can drive additional revenue by making personalized offers to travelers at all physical or digital touchpoints at the airport and beyond.
Airlines will be able to enhance the traveler experience and operational efficiency as they can enable travelers to be ‘ready-to-fly’ when they arrive at the airport.
Airlines and their partners will be able to deliver a more personalized service at every touch point by instantly understanding the traveler, their entitlements and the context of their trip, enhancing the overall experience and building loyalty.
Future airline delivery management systems will provide a single view of flight information, powering better decision making to improve efficiency and on-time-performance.
